19,561genuine customer tickets12 months to 21 Oct 2026 (of 47,632 total)
17.2%live sessions, Zoom links & replaysthe #1 named theme
0%arrive via Facebook99.98% arrive by email
5.5%mention the Facebook group2.9% are about getting in
43.1%are replies to IR emailsmostly campaign emails
25–35%estimated deflectionif all four levers ship (estimate)
Top themes
Share of 19,561 genuine customer tickets (keyword clustering, estimates).
Top 5 recommendations
- Stop hiding the essentials in FacebookZoom link, passcode, calendar invite and replay policy in every reminder email, plus a "Live sessions" page per programme.
- A "Start Here" onboarding journey per programmeProposed in HubSpot (scope to confirm) or Keap: logins, how to join the group, certification checklist, partner-support contacts.
- Confirm 22 policy items, then launch the MyGentic CS brainAgent-assist first, then customer self-serve; refunds and disputes always go to a human.
- Fix Freshdesk basics in 30 daysRoute campaign replies, automate unsubscribes/affiliates, repair canned responses, publish 20 help articles, add web forms.
- Move the paid community to Circle, in phasesPurchase = access; keep Facebook for public marketing. No custom portal.
Inside the report
What customers askThemes and the 20 most frequent questions, with % and counts.ChannelsFacebook page vs email vs portal, inbox split and Facebook-group mentions.Root causes & fixesTen themes with root cause, ticket evidence and the best fix.LeversFacebook group, HubSpot onboarding, MyGentic CS brain, Freshdesk, each with an estimated deflection.Platform decisionFacebook vs Circle vs custom portal, with a recommendation.30/60/90-day planQuick wins first, then 60 and 90 days.Needs confirmation22 policy and price items IR must confirm before self-serve.MethodologyHow the numbers were produced and their limits.
Get the full report
16 pages: themes, channels, root causes, levers with deflection estimates, platform recommendation, the 30/60/90-day plan, and methodology.